MCH Communicator: AI-driven patient communication platform

MCH Software Solutions already had a solid foothold in UK healthcare. Their platform helped hospitals manage staffing rosters, theatre schedules, and anaesthetics coordination all tied together through a single web-based system. Hospitals across the NHS were using it daily, and the team had built a strong reputation for tools that actually saved clinical staff time.

But there was one piece of hospital operations that nobody had touched yet, and it was eating up hours every single day: patient phone calls.

If you’ve ever been scheduled for a procedure at an NHS hospital, you’ve probably received one of these calls. Someone from the admin team rings you up, goes through a scripted list of questions your medical history, allergies, current medications, whether you’ve eaten before surgery and writes everything down. It’s a dedicated role. Some departments have people doing nothing but this, eight hours a day. Pre-assessment calls, post-op follow-ups, collecting Patient Reported Outcome Measures (PROMs), rescheduling no-shows. It’s all manual, all phone-based, and all incredibly repetitive.

MCH’s founder saw this and had a pretty clear thought: this sounds exactly like something an AI agent could handle on its own. Not a chatbot. Not a recorded message. An actual voice-based AI that could call patients, ask the right questions, understand their answers, and log everything into the clinical system.

That’s when they came to us.

Healthcare providers face an administrative crisis. Patient coordination scheduling, pre-operative screening, and collecting Patient Reported Outcome Measures (PROMS) is traditionally handled through manual phone calls. This leads to:

• High Administrative Costs: Skilled staff spending 20-30% of their time on repetitive tasks.
• Communication Gaps: Missed calls and delayed notifications leading to increased “Did Not Attend” (DNA) rates.
• Unstructured Data: Valuable patient insights trapped in handwritten notes or unrecorded conversations.
• Scalability Limits: Facilities unable to scale patient outreach during peak periods without hiring more admin staff.

The challenge was to build a sophisticated, AI-driven digital assistant that could handle thousands of concurrent interactions while meeting the rigorous security and safety standards of a Class I Medical Device.

We expanded the MCH ecosystem by developing Communicator as an intelligent, multi-channel workflow engine. Our focus was on creating a system that doesn’t just “send messages” but actively manages complex clinical conversations.

1. AI-Driven Workflow Automation We designed a custom workflow builder that allows healthcare providers to automate the entire patient journey:

• Pre-referral: Automated appointment scheduling and data capture.
• Pre-operation: AI-conducted pre-assessment calls to verify patient readiness and record history.
• Post-operation: Collecting feedback and PROMS via automated follow-ups to ensure recovery is on track.

2. Multi-Channel Intelligence Unlike simple SMS tools, Communicator manages outbound and inbound phone callsusing natural language processing (NLP). If a patient prefers WhatsApp or email, the system shifts channels seamlessly, ensuring the conversation continues where the patient is most responsive.

3. Medical Grade Security & Compliance As a Class I Medical Device, Communicator required a “security-first” architecture:

• NHS DSP Toolkit & GDPR Compliance: Ensuring patient data is handled with the highest level of privacy.
• ISO 27001 & Cyber Essentials Plus: Rigorous auditing of data at rest and in transit (256-bit encryption).
• AI Version Control: We implemented a “roll-back” capability for AI models to ensure clinical safety and auditable workflows.

4. Seamless Integration Communicator was built to sit at the heart of the MCH platform. It draws real-time data from the Rostering and Theatres modules to ensure patient communications are always based on the most current clinical schedules.